Team Members are Guests and Guests are Team Members

In luxury resorts, the guest experience is often the centerpiece of what they offer. Still, it’s easy to forget that the true heart of that experience lies in the happiness and well-being of the team members working behind the scenes. This belief that team members are essential to luxury hospitality isn’t just a strategy but a core value that shapes everything guests experience.

When guests arrive at a resort, they come with expectations of a memorable stay that offers personalized service, warmth, and a genuine feeling of being valued. Just as memorable experiences keep guests returning, team members who feel appreciated and supported are much more likely to commit themselves to the resort’s vision and values. This connection taps into our basic human needs for belonging and respect. Conversely, when team members feel undervalued, it can lead to disengagement and high turnover, reflecting negatively on the guest experience. Poor service can push guests away, just as a lack of recognition can demoralize staff, leading to negative reviews and a tarnished reputation.

The concept of treating team members like valued guests cultivates a healthy, reciprocal relationship in the hospitality environment. When resorts focus on internal hospitality, they create a positive cycle: a staff member who feels valued is motivated to extend that warmth to guests. For example, when a waiter receives a heartfelt thank-you from management for their hard work, it can inspire them to deliver exceptional service, creating lasting memories for guests. At the heart of this approach is the understanding that each team member is an individual with their dreams and struggles. Fostering a sense of community means recognizing that individual success contributes to the collective well-being of the team. When team members feel they belong, their enthusiasm enhances the experience not only for guests but also for their colleagues.

Viewing staff as mere parts of a machine can lead to disaster. High turnover rates don’t just strain finances, but chip away at the service culture that defines luxury resorts. In our industry, finding and training new hires can become overwhelming, risking the loss of valuable knowledge and service consistency. When neglect sets in, team members become disheartened and less inclined to go above and beyond for guests, and some might even leave. It’s even tougher on the resort’s reputation when a team member can’t stay on for longer than six months.

Hospitality leadership preaches the need for a final checkin with guests during check-out to guarantee we have surpassed their expectations. This practice should also extend to team members completing their two weeks. Why prioritize the guest experience without supporting the team that delivers it? Dedicate time to check in with your team, just as you do with guests, if you genuinely aim for improvements.

To make this philosophy a reality, leaders must embrace the spirit of hospitality themselves. Resort managers and supervisors should treat team members with the same courtesy and attentiveness they would extend to VIP guests. This means listening genuinely to concerns, responding with understanding, and celebrating achievements, no matter how small. Systemic changes are also vital to build a nurturing culture. The onboarding process should capture the excitement and smoothness of a guest’s experience at check-in. Imagine new team members being welcomed by mentors, introduced personally to their colleagues, and learning about the resort’s history in engaging ways. Early on, clear pathways for career development should be communicated, much like the personalized recommendations made for guests.

Resorts that prioritize their team members’ well-being foster an environment where excellence can flourish rather than simply settling for mediocrity. This commitment to hospitality not only enriches the experiences of guests but also uplifts the individuals dedicated to maintaining those high standards. By building a culture of mutual respect and care, these resorts create a legacy where both team member satisfaction and guest experiences thrive, ensuring everyone feels valued and included in the pursuit of excellence.